Complaints

• Initial Complaint

  01/21/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  12.18.2025 I took my car into a Valvoline for an oil change. As soon as I left the bay, my car died and all the bad dashboard lights came on. I managed to restart it a couple of times to get the car back around to the entrance and asked the guys there what they had done to my car. I pulled it back into the bay. They rechecked the oil and ran a diagnostic. "There is something wrong with your hybrid battery system. That's not us." Of course I told them my car was running just fine when I brought it in for the oil change and now it doesn't run at all. "Sorry, can't help." When I left the bay again, it completely died and we had to push it into one of the Valvoline's parking spots. I will add that the manager, Antonio, of Valvoline was a condescending and dismissive. I have since read many complaints about him and the shop. (Google Valvoline Chanhassen and click on the reviews on the left side of the Google page) My husband, **** ******* drove out and helped me push the car into the parking lot of Brown’s Tire and Auto and left the key in the key drop. 12.20.2025 - Brown's Tire & Auto Repair found the problem. When the Valvoline person removed the engine air filter, leaves fell down into the filter slot and covered the engine sensors. This caused the car to stop working. As soon as the mechanic at the autobody shop sucked out the leaves, the car ran fine. Valvoline is taking NO responsibility for their carelessness. I watched their guy remove the air filter, bang it out and put it back. Usually they show it to me, and suggest buying a new one. They did not do that. They also didn't top off the fluids and left oil on the engine that they had spilled. They are saying that the sensors being covered was not their fault, but the only way leaves got down there was on their removal of the filter. I am asking for the reimbursement of the oil change and the car repair equaling $301.70.

  Business response

  01/21/2025

  Our records indicate the guest reached out to our Customer Care team and started a claim through our upper management team. The findings of the investigation verified that the services provided at VIOC were performed correctly. Additionally, our invoices state "If repairs are required, you must contact Valvoline Instant Oil Change prior to any repairs taking place. We will not be responsible for any repairs not authorized by our company." Unfortunately, the guest had repairs made to the vehicle. Our management team still offered to cover half of the repairs as well as refund the oil change. The guest declined. This claim has been closed and no further action can be taken. If the guest decides they would like to accept management's resolution, our Customer Care team would be happy to help at *************

  Customer response

  01/22/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I will accept their offer of a full refund of the oil change and half the cost of repairs. 

  I will state for the record that Valvoline never offered to compensate me anything for the repair only a refund for the oil change. They are at fault for damaging my car and it is horrible customer service that they do not take full responsibility. Also, the manager of the store, *******, is belligerent, rude and condescending. He should not have contact with customers. 

  Clearly receiving half of the cost to repair my car is better than nothing. I expect to receive $47.60 for the oil change and $127.05 for repairs totaling $174.65.

  Sincerely,
  
  ******* ****** 

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  01/16/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Valvoline used incorrect fluid on a transmission service. I took my car to a reputable service center and they told me it’s due to bad fluid. Valvoline claims no wrong doing and will not help me despite ruining my vehicle.

  Business response

  01/16/2025

  We are in receipt of this guest claim and apologize for the frustration felt throughout the claims process. Currently this guests claim is still pending and under investigation, which means we will not disclose the information of the pending claim here. If the guest would like to check the status of the claim please reach out to our Customer Care team by calling ************. We want to advise this guest no action can be taken via the BBB. Our Customer Care team will be happy to assist.

  Customer response

  01/21/2025

   
  Complaint: ********
  
  I am rejecting this response because:
  
  

  when I call Valvoline customer care team, they will refuse to help me because this is a franchise location. So therefore, this is no ongoing investigation. How would the customer care team possibly know if it’s open or closed because they don’t accept; they say reach out to the service manager or area manager and that’s all they got.
  Sincerely,
  
  *** *****

  Business response

  01/21/2025

  While we empathize with the guest's situation, as previously stated this guests claim is still pending as we are waiting results from the lab. The investigation is in fact on-going. The guest did mention involving legal representation, that would be the only reason we would let the guest know that we can no longer communicate with them and all contact would need to involve our legal team. The guest is welcome to contact our Customer Care team to discuss this further, but we want to advise that no further action will be made via BBB. Our Customer Care team will be happy to assist - *************

  Customer response

  01/21/2025

   
  Complaint: ********
  
  I am rejecting this response because:
  This is not what Valvoline communicates when you call on the phone. On the phone, the investigation is complete, and they stand by their service. But my reputable service center says my car is undriveable due to incorrectly performed transmission service. Valvoline refused to provide me proof of their findings. Trying to hold them accountable for their reprehensible service.
  Sincerely,
  
  *** *****

• Initial Complaint

  01/16/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My son had his oil changed on 12/26. 4 miles after leaving, his truck started throwing all kinds of errors up on the screen. Throttle control, electronic brake, transmission, etc. and luckily was able to safely get off the highway with truck revving bad. Had AAA come, they had to pop transmission to get it on rollback and now key wouldn’t come out. Tow truck driver said Valvoline wouldn’t be able to do anything with it so we had it towed outside our range to the dealership and had to pay $150 to tow. In shop for two weeks and end result is Air filter box seal came apart and got sucked into throttle body. Valvoline is denying the claim to pay for repairs. I emailed corporate on Monday and here it is Wednesday night and no response from them. This wouldn’t have happened had the tech put the air filter back on properly

  Business response

  01/16/2025

  We are in receipt of this guest claim and apologize for the frustration felt throughout the claims process. Our records indicate the management team reviewed the services you received during your visit and denied your claim. This denial is due to the fact that the services rendered at our location had no impact on the issue the vehicle is having. The Service Center Manager tried to contact the guest via phone call 1/15 in the evening but left a voice mail due to no answer.  We stand behind the decision to deny the claim as the issues you are experiencing are not related to services received at our facility. If you have additional information that you feel may change this outcome please contact Customer Care directly via phone at ************* The claim remains denied, closed, and no further action will be taken. 

  Customer response

  01/16/2025

   
  Complaint: ********
  
  I am rejecting this response because:

  You know this is wrong doing! The vehicle was fine until the air filter was improperly re-placed back in the vehicle. If you’re saying your tech never touched the air filter, then I want to be sent proof of video that this is the case and if I can see that it wasn’t touched, then I’ll leave it alone and shuck it up to an pre-existing condition waiting to happen. I also would like to know what number was called on 1/15.   Roy, you even agreed to help us with this once we told you what was wrong
  
  Sincerely,
  
  ***** *****

  Business response

  01/21/2025

  While we empathize with the guest's situation, our Upper Management Team holds the final decision in the claims process. The Upper Management Team has reviewed the information, and shared their decision for the denial - this being the damage the vehicle sustained was not a result of services conducted at Valvoline. Our process was completed correctly, without error. This denial was communicated with the Father and Son (vehicle owner) at the location. We firmly stand behind the decision to deny this claim. The claim remains closed, and no further action will be taken. 

  Customer response

  01/21/2025

    ********** 22819806
  
  I am rejecting this response because:

  This is the second time now that I have caught VALVOLINE in a lie. 
  

  The first time, when I contacted the representative back to provide the towing information, she stated the prior representative noted that he told me the claim was denied. All I did was open the claim at that point.
  Second time: The denial of the claim was NOT discussed to my husband or son at the location, all they did was provide paperwork and was given a paper to call and open a claim!

  I am not comfortable with someone misrepresenting my intentions. If the representative had the audacity to make such a statement, it is likely that they as well as others at Valvoline are engaging in other forms of deception. I have asked for proof of the video that shows that my son’s air filter was NOT touched and I would drop it and shuck up the cost; however they have failed to provide. I have already filed a complaint with the Ohio Attorney General’s Office and if need to go further, I will. 
  
  Sincerely,
  
  ***** *****

  Business response

  01/21/2025

  We are in receipt of this guests claim and apologize for the frustration felt throughout the claims process. As previously stated, our Upper Management Team holds the final decision in the claims process. The Upper Management Team has reviewed the information, and shared their decision for the denial - this is due to the damage having nothing to do with the oil change performed by the VIOC. The claim was in fact denied at the service center, this statement was made by a technician who witnessed this at the location. We firmly stand behind the decision to deny the claim as the issues you are experiencing are not related to services received at our facility. This claim remains denied, closed, and no further action will be taken.

  Customer response

  01/21/2025

   
  Complaint: ********
  
  I am rejecting this response because:
  

  So then, 1 of 2 things happened:

  The air filter was inspected and misplaced back on causing the seal to separate; OR

  The air filter was NOT checked which then is in default of what’s included with the full service oil change:

  ”AIR FILTER REPLACEMENT
  Help improve engine performance – with air filter replacement services from Valvoline Instant Oil Change?. Our certified technicians can perform this service in the same amount of time it takes to get your oil changed – while you wait in the convenience of your car. 
  We’ll inspect your air filter as part of our free maintenance check – every time you purchase a full service oil change. ”
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  01/16/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Better Business Bureau Complaint Business Information: Company Name: Valvoline Location Address: [Specific Location] Date of Service: December 21, 2024 I am filing a complaint regarding negligent service received at Valvoline that resulted in immediate vehicle issues and safety concerns. I have been a regular customer at this location for several years. Sequence of Events: 1. Received oil change service on December 21, 2024 on my 2017 Dodge Charger SXT. My husband ***** **** normally takes it but I been taking it. 2. Immediately after service, my vehicle experienced multiple issues: - Check engine light activated - Oil began leaking - Vehicle stalled while driving - Filter screws were found unsecured 3. Location manager visited my home that evening (approximately 7:30 PM) and confirmed oil leak 4. Manager requested I return vehicle to facility; declined due to safety concerns 5. Took vehicle to dealership, which confirmed new oil leak Prior Attempts to Resolve: - Immediately contacted location manager on December 21, 2024 - Manager inspected vehicle at my home - Declined their offer to return vehicle due to safety concerns and loss of trust - Have not received satisfactory resolution from company Desired Resolution: I am seeking compensation for: 1. Original service cost 2. Dealership diagnostic fees 3. Required repairs resulting from improper service 4. Associated damages and inconvenience Safety Concern: This complaint involves vehicle safety issues that could have resulted in serious consequences. The improper service led to oil leakage and vehicle malfunction while driving. I authorize the BBB to assist in resolving this dispute through their standard resolution process.

  Business response

  01/16/2025

  We are sorry for the frustration felt by the guest. With that said, we do NOT have a claim in our system with the guests name. In order for us to properly investigate, we will need a claim started by calling our Customer Care team at ************. We will be closing this BBB claim, in order for the proper claim to be made and investigated. No further action will be made on this BBB complaint. Again, please reach out to our Customer Care team.

  Customer response

  01/22/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** ********** 

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  01/14/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to formally request reimbursement for damages caused by negligence during an oil change service performed at this shop. My daughter had to pull over on the freeway on 12/28/24 after hearing a scraping sound in our Honda civic. We had our insurance road side assistance tow the car to the nearest shop. After the shop completed their inspection, it was discovered that the Valvoline technicians had failed to properly replace the oil shield during the last oil change performed at their shop, resulting in, additional repair costs of $178 for me. Enclosed are copies of the following documents: 1. The receipt for the service performed at the shop. 2. Photos and/or documentation of the damage. 3. The invoice/receipt for the repair costs I incurred due to this issue. I have already attempted to resolve this matter by visiting the shop on 12/31/24 but was refused reimbursement]. This lack of accountability is disappointing and does not align with good customer service practices.

  Business response

  01/15/2025

  We are sorry for the frustration felt by the guest. With that said, we do NOT have a claim in our system with the guests name. In order for us to properly investigate, we will need a claim started by calling our Customer Care team at ************. We will be closing this BBB claim, in order for the proper claim to be made and investigated. No further action will be made on this BBB complaint. Again, please reach out to our Customer Care team.

  Customer response

  01/15/2025

  
  Complaint: ********
  
  I am rejecting this response because: I do have a claim number for a complaint filed with the business. The claim number is ***********
  
  Sincerely,
  
  ***** ****

  Business response

  01/15/2025

  We thank the guest for sharing the claim number, it was listed under a different name. We are in receipt of this guest claim and apologize for the frustration felt throughout the claims process. Currently this guests claim is still pending and under investigation, which means we will not disclose the information of the pending claim here. If the guest would like to check the status of the claim please reach out to our Customer Care team by calling ************. We want to advise this guest no action can be taken via the BBB. Our Customer Care team will be happy to assist.

  Customer response

  01/15/2025

  
  Complaint: ********
  
  I am rejecting this response because: it has been more than 2 weeks since the claim was filed on Jan 2nd and I have not received any response. I would like to keep this claim open until I receive a satisfactory response from the business.
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  01/13/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My son took my 2017 ********** ********* into Valvoline for an oil change. Valvoline didn't remove the drain plug or the oil filter & never drained the oil. Instead they just added additional oil doubling the amount in the vehicle. After supposedly checking the oil level they then sent my son on his way. A couple of days later the car began shutting down. We had driven about 400 miles since the oil change & it began shaking badly, smoked, would not go over 40 MPH, began to smell, transmission service lights came on, & the RPMs began jumping all over the place. They would jump from 1500 to over 5000 and back and forth. Then next day I called the store & talked to ****** the Manager. She volunteered to come out to my house & look at it. When she arrived she said well lets look at the obvious issue first & pulled the dipstick. It was drastically over filled. She said "well here's the problem" & drained about 5/6 quarts. I asked if that would have caused my issues & she said definitely. She said she had new employees & they never drained the oil which caused the problem. She asked me to bring the vehicle in later to actually have the oil changed which we did. After having the oil changed later that day everything started exactly the same. ****** told me to take it to a shop & have it looked at, so later that day I drove it to **** ***** to be inspected. When they did they informed me the transmission was ruined now. I called Valvoline upon finding out & talked to ***** (****** was on vacation). ***** said she had to look at the DVR & would call me back shortly. That was Fri. on Sun. when I still hadn't heard from her I called back & she informed me that she decided they did nothing wrong & denied the claimed. I informed her of what they had done wrong & her manager had agreed. I asked to talk to the claims dept. & she refused. The next day we called again & asked ***** for the DM & was refused. Please help my car had no issues & now I can't even get a call returned.

  Business response

  01/13/2025

  We are in receipt of this guest claim and apologize for the frustration felt throughout the claims process. Our records indicate the management team reviewed the services you received during your visit and denied your claim. This denial is due to the fact that AutoWorks the mechanics that diagnosed the vehicle let the guest and us know that the issue was not oil being overfilled but a seized transmission issue that is completely unrelated to the service received at our service center. We stand behind the decision to deny the claim as the issues you are experiencing are not related to services received at our facility. If you have additional information that you feel may change this outcome please contact Customer Care directly via phone at ************.

• Initial Complaint

  01/13/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I went to my usual Valvoline for an oil change on 1/5/25. They took out my engine and cabin air filters and recommended they should be replaced. I said OK to both. The technician was visibly struggling to install the new engine air filter. The cashier told him it was upside down and to flip it and he was still struggling so the cashier ended up helping him install it and they closed my hood and told me my car was "in great shape." Then I paid $175.54 and they handed me my receipt and I drove out of the bay. Before leaving the parking lot I looked at my receipt and noticed 2 issues 1. I had a coupon for 20% off up to $35 and only received 20.00 off even though my total was 175.00. I should have received the full $35 off 2. They added a note to the receipt saying "air filter housing broken on arrival" Excuse me? No one has ever told me my air filter housing was damaged or broken. The last time I had it changed was 2 oil changes prior at this exact Valvoline location and they did not say anything. Furthermore, multiple technicians at Valvoline on 1/5/25 were looking at and handling the air filter housing and not one of them said anything to me or my husband about it being broken or damaged. If it was "broken upon arrival" they should not have even touched it to change the filter. It seemed likely that they broke it so I started a claim with Valvoline and provided an estimate for the repair. They have accepted responsibility and offered to pay for my new part but not the labor. They instead want me to let them install the part. This is not acceptable - they let me leave their shop with a broken housing and an exposed air filter! They are not trustworthy to be installing a new part. I would have to go back to my mechanic anyway to make sure it was done correctly. I am requesting that Valvoline pay my full repair estimate as well as reimburse me for the $15 that I was shorted on my coupon. This would be a total of 255. I have not been able to use the car for 6 days.

  Business response

  01/13/2025

  We are in receipt of this guest claim and apologize for the frustration felt throughout the claims process. Currently this guests claim is still pending and under investigation, which means we will not disclose the information of the pending claim here. If the guest would like to check the status of the claim please reach out to our Customer Care team by calling ************. We want to advise this guest no action can be taken via the BBB. Our Customer Care team will be happy to assist.

  Customer response

  01/13/2025

  
  Complaint: ********
  
  The business has offered to pay for my repair in full and sent me a coupon code to make up for the money I am owed for my coupon. Once the repair has been paid for I accept that as a response but I am waiting for confirmation from my mechanic or the business that the estimate has been paid in full .

  
  Sincerely,
  
  ********* ********

  Customer response

  01/13/2025

  I accept the updated response from *********** the store manager this past saturday 1/11 to pay my repair estimate in full

• Initial Complaint

  01/09/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 19, 2024 I paid $14.99 for a fuel system cleaning. The advertised service claims to raise the miles per gallon on your vehicle and it significantly lowered my miles per gallon. The advertisement is in banner form hung on the side of their building. I very quickly expressed my concern but didn't contact their customer service for over two months because their manager told me it was still working to clean the gunk from my vehicle's system. When I did eventually contact them, I was told they can't do anything to resolve the issue because the service was performed too long ago.

  Business response

  01/09/2025

  We are in receipt of this guest claim and apologize for the frustration felt throughout the claims process. Our records indicate the management team reviewed the services you received during your visit and denied your claim. This denial is due to the fact that the service we performed on the vehicle was correct. The guest was advised by his mechanic to replace spark plugs and wires, this is not a service we offer. We stand behind the decision to deny the claim as the issues you are experiencing are not related to services received at our facility. If you have additional information that you feel may change this outcome please contact Customer Care directly via phone at ************* The claim remains denied, closed, and no further action will be taken. 

  Business response

  01/13/2025

  We are in receipt of this guest claim and apologize for the frustration felt throughout the claims process. Our records indicate the management team reviewed the services you received during your visit and denied your claim. This denial is due to the fact that the service we performed on the vehicle was correct. The guest was advised by his mechanic to replace spark plugs and wires, this is not a service we offer. We stand behind the decision to deny the claim as the issues you are experiencing are not related to services received at our facility. If you have additional information that you feel may change this outcome please contact Customer Care directly via phone at ************. The claim remains denied, closed, and no further action will be taken. 

  Customer response

  01/13/2025

  
  Complaint: ********
  
  I am rejecting this response because: The business needs to make clear upfront that if your vehicle has an old sparkplug,  the service may do the exact opposite of what is intended. I shouldn't have to pay for a new sparkplug when the miles per gallon was fine before the service I purchased.
  
  Sincerely,
  
  ****** *******

  Business response

  01/14/2025

  While we empathize with the guest's situation, our Upper Management Team holds the final decision in the claims process. As we mentioned in our previous correspondence - the fuel system treatment was completed properly without error. The mechanic the guest visited said what he needed was new spark plugs and wires. Spark plugs have a lifespan of 30,000 - 90,000 miles and this guests mileage was 91.698 at the time of service. We stand behind the decision to deny the claim as the issues you are experiencing are not related to services received at our facility. If you have additional information that you feel may change this outcome please contact Customer Care directly via phone at ************.

• Initial Complaint

  01/09/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went in for an oil change last Thursday and over the next few days I was experiencing smoking coming from my vents and under the hood and leaking oil. I took the car back several times, opened a claim as well as waited several days for a manager to call me back and still no resolution. After an entire week, my car is still leaking oil and they changed the oil filter and checked under the car for any reason why the car may be leaking and nothing. They assume it’s under the hood, I’ve been getting the run around non-stop and not even a refund or an oil change done CORRECTLY. I don’t understand how it’s such a difficult thing to do when Valvoline prides themselves on oil changes. This needs to be resolved asap!!! Southdale location in Edina MN. I have also sent in proof for the claim of entire ordeal and still the run around. Do I have to sue for help?? This is ridiculous!

  Business response

  01/14/2025

  We are in receipt of this guest claim and apologize for the frustration felt throughout the claims process. Our records indicate the management team reviewed the services you received during your visit and denied your claim. This denial is due to the fact that the issue the guest is experiencing is not related to services received at our location. The guest has brought the vehicle back to the location 3 separate times and each time we have checked and the leak is not coming from the drain plug nor the oil filter. We stand behind the decision to deny the claim. If you have additional information that you feel may change this outcome, please contact our Customer Care team directly at ************. This claim remains denied, closed, and no further action will be taken.

• Initial Complaint

  01/09/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 1/4/25, after initially receiving an oil change, air filter, and having my brake light fixed, ten minutes later, upon receiving recommended services from my initial visit, I returned to receive recommended fuel system treatment ($51.35 for fuel system treatment and $130.28 for all other services listed). Upon completion, the technician advised that my truck would sputter, cleaning out gas deposits for more fluid driving, and 2 miles in, when on my way to ***** ***** * ****** (**** ***** *****), my car stalled. I cranked my vehicle twice, before my truck set ablaze, totaling my vehicle that I just paid off last month ($23,000 spent paying off my vehicle). When fuel system treatment leaks onto engine components, it can occasionally cause fires. This was the case as it leaked into my ignition component. The Sheriff's department, Bradenton PD, and Fire Stations came onto the scene (Please see police and fire incident reports). Seeking reimbursement on services rendered, money for a new vehicle (NOT only the Kelly Blue book value of my truck and listed damage expenses on the fire incident report, but more, as I narrowly escaped with my life intact - PTSD, smoke inhalation, etc.). Medical liability claim filed with Allstate insurance at the moment and seeking legal counsel.

  Business response

  01/09/2025

  We are in receipt of this guest claim and apologize for the frustration felt throughout the claims process. Currently this guests claim is still pending and under investigation, which means we will not disclose the information of the pending claim here. If the guest would like to check the status of the claim please reach out to our Customer Care team by calling ************* We want to advise this guest no action can be taken via the BBB. Our Customer Care team will be happy to assist.

  Customer response

  01/15/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  

  Valvoline Instant Oil Change refuses to do anything other than POSSIBLY reimbursing me for rendered services that occurred the day my truck set on fire.

  The Kelly Bluebook value of my truck is nearly $15,000, but they went off of the fire incident report that renders findings inconclusive.  They'd have no way of knowing the reasoning for my truck being totaled, but excess fuel system treatment applied to my truck, in all likelihood, leaked into my engine components specifically my ignition source, which after cranking a few times, resulted in my truck smoking/catching on fire.  Pending dispute with Bank Of America to dispute all charges, I'm appointing legal counsel, and am also calling local news media outlets to fully expose their organization.  I recently paid my truck off last month (not even a full month ago - $23,000!) and had no other choice but to purchase another vehicle to commute to my job on a daily basis.

  Sincerely,
  
  ***** *******

  Business response

  01/16/2025

  While we empathize with the guest's situation, our Upper Management Team holds the final decision in the claims process. The Upper Management Team has reviewed the information, and shared their decision for the denial. This is based on the fact that after viewing the DVR with the Area Manager, Store Manager and the Fire Department - it was determined by all parties that the service was completed correctly, without error. We stand behind the decision to deny the claim as the issues you are experiencing are not related to services received at our facility. This claim remains denied, closed, and no further action will be taken.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩